Refund policy
At Filazoo, we want you to feel confident every time you load one of our spools. This policy applies to orders shipped within the United States and covers both product-related issues (damaged, defective, or incorrect items) and standard change-of-mind returns.
Return Window
You have 14 calendar days from the date of delivery to start a return, exchange, or refund request. Requests submitted after this period are not eligible.
What Can Be Returned
- Defective, damaged, or incorrect items — covered regardless of whether the spool has been opened, as long as the issue is reported within the 14-day window. Filazoo covers the cost of return shipping and no restocking fee applies.
- Change-of-mind returns (wrong color, wrong material, no longer needed, or any other reason) — accepted within the same 14-day window, provided the item is unused, unopened, and in its original packaging with the spool, labels, and vacuum seal intact. Return shipping is paid by the customer and a $4 restocking fee applies per spool.
Clearance and final-sale items are excluded unless they arrive damaged, defective, or incorrect.
Exchanges
We accept exchanges for a different color, material, or product within the same 14-day window, subject to availability. Exchange requests follow the same process as returns.
How to Start a Return, Exchange, or Refund
Email terrianne@filazoo.com with the subject line "Return Request" and include:
- Your full name and order number
- The product name, color, and quantity affected
- The reason for the return
- For defective, damaged, or incorrect items: clear photographs of the product, packaging, and shipping label
Our support team will review your request and respond within three business days with return authorization and shipping instructions. Please do not send a product back before receiving authorization — the correct return address may differ from the warehouse that shipped your order, and unauthorized returns will not be accepted.
Return Shipping and Fees
Returns are made by mail. For defective, damaged, or incorrect items, Filazoo covers the cost of return shipping and no restocking fee applies. For change-of-mind returns, you are responsible for all return shipping charges, and a $4 restocking fee is deducted from the refund. Please return items through a trackable shipping method, as we cannot issue a refund for a return we do not receive.
Original outbound shipping charges, when applicable, are non-refundable.
Refunds
Once your return is received and inspected, refunds are issued to your original payment method within 10 business days. The exact time the funds take to appear in your account depends on your bank or card issuer. For change-of-mind returns, a $4 restocking fee is deducted before the refund is issued.
Order Cancellations
You can cancel an order for a full refund at any time before it ships. Once an order has shipped it can no longer be cancelled, and it must be handled as a return under the terms above.
Defective Products
A product is considered defective when it has a manufacturing-related issue that prevents normal use under appropriate printing, handling, and storage conditions. To help us evaluate a filament-related issue, we may ask for your printer model, nozzle and bed temperatures, print speed and slicer settings, drying and storage conditions, and photos or video of the issue.
Printing problems caused by unsuitable settings, moisture exposure after delivery, printer malfunction, nozzle blockage unrelated to the product, or improper storage are not considered manufacturing defects.
Damaged Shipments
If a product arrives damaged, contact us within 14 calendar days of delivery with photographs of the shipping package, shipping label, damaged product, and any damage to the spool or packaging. Please keep the product and packaging until your claim has been reviewed.
Incorrect Items
If you receive a product that does not match your order, contact us within 14 calendar days with photographs of the product received, the product label, the shipping label, and the package contents. Keep the incorrect item unused and in its original packaging until you receive further instructions.
Not Eligible for Return
- Requests submitted more than 14 calendar days after delivery
- Products that have been used, printed with, modified, mixed, relabeled, or transferred to another spool
- Products damaged through improper use, handling, drying, or storage after delivery
- Non-defective items returned opened, or without their original packaging, spool, and labels
- Products purchased from an unauthorized third-party seller
- Unauthorized returns, or returns sent to an unapproved address
- Clearance or final-sale items, unless damaged, defective, or incorrect
Contact Us
Questions about this policy can be sent to terrianne@filazoo.com.
